Senior Product Manager

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM, ITAM, ITOM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

• Take Ownership: Own and build enterprise capabilities  for EX suite of products. Develop deep domain expertise and understand trends in the ITSM market ( specifically the needs of enterprise / upper mid market customers) to come up with product vision. The role requires you to analyse, plan, document, build, release, and measure success for an end to end module including data and user experience modules. Ideal candidates would demonstrate independent ownership with deep SME and market knowledge to lead the product OKRs including integration with third party tools and acquired modules. 

• Be a Customer Champion: Develop a sense of empathy with our Freshworks customer base and other Freshworks products that may be using the products you build,  to build a thorough understanding of various problems. The role is also a bridge between the customer and the engineering teams to ensure focus on solving customer needs & delivering continuous value.

• Practice Craftsmanship: Learn and Practice product craft. Create product solutions with delightful end-user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly.

• Play as One Team: The role needs you to communicate clearly to various stakeholders of Product development, support and customer success, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life.

• Act with Urgency: Drive execution of product capabilities by working closely with your engineering team.  Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work.

• 8+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in.

• 5+ years of core product management experience in building features for internet software products.

• Being empathetic and having a strong listening ability to understand the other person - may it be a customer or a stakeholder.

• Attention to detail: every decision you make will affect every Freshservice customer and all their employees, so you need to dot the i's and cross the t's.

• Ability to arrive at Intuitive & simplistic solutions. You need to have a strong sense of UI and usability.

• Ability to communicate complex concepts/customer problems in a simple way to internal & external stakeholders.

• A track record of making day-to-day data-driven decisions in a fast-evolving environment while keeping an eye on the overall vision.

• Having worked in a mode of structured experimentation - measuring and iterating on problems from time to time to achieve product goals.

• Ability to drive customer adoption and engagement; leverage analytical tools and customer feedback for insight driven initiatives

• Self-starter with a passion for independent, creative problem-solving, strong ownership, high commitment and a strong business judgment.

• Prior experience with building B2B SaaS  products for enterprise customers.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.